MORE REESES (ACTIVE LISTENING)

1. MORE REESES (ACTIVE LISTENING) • Mirroring (imitating expressions/gestures) • Open-Ended Questions (5 W’s and How) • Restating/Reflecting (repeating/interpreting) • Encouraging Cues (head nods, “OK,” “mmmhmm”) • Reassurance/Validation (positive reinforcement) • Emotional Labeling (identifying another’s feelings) • Effective Silence (not interrupting = more words) • Statements of “I” and “We” (rapport building) • Empathy (from another’s eyes, in another’s shoes) • Summarizing (putting it all together) CHECK FOR CORRECT UNDERSTANDING

2. CRISIS ESCALATION CYCLE

3. Crisis Escalation Cycle Things to consider: As persons move into a crisis, they go through fairly predictable stages unless they are: • Acutely psychotic and responding to internal stimuli • Intoxicated or under the influence of street drugs; or • Experiencing a co-occurring disorder (both dynamics are present) Questions to ask: • Any evidence of intoxication? • What is the level of agitation being displayed? • What is the central theme of concern?

4. Crisis Escalation Cycle Anxiety: • A subjective and uncomfortable emotion • Results from perceived threats (a cause or stimulus) • External stimuli • The words or behaviors of another person • Environment (crowded, hot, cold, noisy, etc.) • Internal stimuli • Pain or physical illness • Emotional upset • Mental illness • Associated with dread and helplessness

5. Crisis Escalation Cycle Anger: • A feeling state that serves to reduce the helplessness and dread of anxiety • Thought process changes: more concrete, less flexible • Observable physical/behavioral changes • Red face • Tense muscles (tight face, clenched muscles) • Talking more, and/or loudly (some people withdraw/quiet) • Increased activity (pacing, rocking, etc.) • Can quickly escalate to hostility/violence

6. Crisis Escalation Cycle Hostility: • Anger with a focused recipient • Hostility has detectable behaviors: • Irritable • Demanding • Argumentative • Provoking • Antagonistic • Oppositional • Loud • Threatening • Transition to violence can occur rapidly

7. Crisis Escalation Cycle Violence: • Aggression with a focus on destruction • The goal of violence is injury • Violence may be against: • People • Property • Violence may take the form of: • Physical force • Verbal abuse

8. Crisis Escalation Cycle Crisis Intervention Goals: • Anxiety: Provide support to restore sense of control • Anger: Keep the subject talking and use time to de-escalate agitation • Hostility: Obtain immediate control of the situation and diffuse it • Violence: Officer Safety, Protect Yourself and Others Communication Skills: • Words • Tone • Body Language

9. Crisis Escalation Cycle Words/Tone: • Active listening responses (MORE REESES) • Keep dialogue/language simple • Keep conversation on the here and now • Keep voice calm • Volume Low • Speech Slow • Promote a relaxing environment Verbal comprehension declines to: • 50%-75% of normal when anxious • 25%-50% of normal when angry • 5%-25% of normal when hostile

10. Crisis Escalation Cycle Body Language: • Face the person squarely or, if angry, hostile, or violent, at a 45 degree angle/bladed stance (gun side away) • Adopt an open posture • Relaxed posture conveys lack of intimidation • Upright posture conveys control and seriousness • Lean in towards the person • Maintain direct eye contact • Mirroring (expressions/gestures) • Consider the body language of others around you

11. Crisis Escalation Cycle Intervention: • Anxiety • Engage active listening skills (MORE REESES); • Negotiate alternatives to the crisis; • Back off to give the person more space • Anger • Acknowledge the person’s anger; • Offer advice, and encourage the person to follow your good plan; • Provide choices (either A or B, A or not A); • Move back a safe distance for safety/observation

12. Crisis Escalation Cycle Intervention: • Hostility • Set boundaries on behaviors that will be tolerated; • Give warnings; • Help subject understand it is their behavior making the warning necessary; • Provide firm direction; • Repeat directive to show you expect compliance; • Gain compliance with one directive before giving another, or letting the subject do anything else.

13. Crisis Escalation Cycle Intervention: • Violence • Drain face of gesture • Clearly indicate you intend to disengage • Use verbal/non-verbal communication to indicate your intention to retreat • Move near exit/escape • Move slowly and methodically when disengaging • Do not make any sudden moves • Remain bladed with gun side away from the person • Attempt to establish/maintain a zone of safety

14. Crisis Escalation Cycle Additional Interventions: • Personalize the encounter • Introduce yourself, and ask the person’s name • Reach for small, concrete goals • Be polite • Keep your questions and directives simple • Focus and refocus attention on you, and only you • Establish 1-on-1 contact, one person talking at a time • Listen to what the person is saying or requesting • Assume the person’s concerns are real, and validate • Accommodate requests when reasonable/possible • Listen to what the person is not saying • Body language clues • Is noncompliance a warning sign of defiance, OR is it an inability to understand (mental illness/dev. disability)?

15. Crisis Escalation Cycle Additional Considerations: • Do not be baited into an argument or reaction • Do not engage in any psychosis by agreeing/arguing about delusions or hallucinations • Do not take insults and taunting personally • Do not make promises or warnings you won’t keep • Do not demand obedience/get into a power struggle • Command presence is unlikely to work • Do not laugh inappropriately/speak in patronizing tone • Do not lose control of scene • Reduce excessive stimuli • Avoid simultaneous commands from multiple people • Identify weapons/potential weapons • Know all exits/escape routes